200+ Free ITIL 4 CDS Practice Questions

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A retail bank is reorganizing delivery teams around end-to-end services rather than separate database, network, and application departments. Incident handoffs have been delaying restoration and improvement work. Which organizational structure would best support the CDS service value stream?

Service-aligned, cross-functional teams with accountability for outcomes

Separate technology silos with their own local optimization targets

Ad hoc crisis teams formed only when a major incident occurs

A structure where suppliers own services and internal teams own only contracts

to track

2026 Statistics

Key Facts: ITIL 4 CDS Exam

Exam Questions

PeopleCert

28/40

Passing Score

70%

90 min

Exam Duration

PeopleCert

From US$865

Current Pricing

PeopleCert catalog

3 years

Renewal Cycle

PeopleCert

60 CPD

Renewal Requirement

PeopleCert page

The current PeopleCert ITIL 4 CDS exam uses 40 multiple-choice questions in 90 minutes and requires 70% to pass. Official certification requirements now also state that candidates need ITIL Foundation or the ITIL 4 Managing Professional certificate and must complete accredited training or official eLearning before results are released. As of March 10, 2026, PeopleCert says ITIL 4 remains available while ITIL (Version 5) rolls out in phases, and no official retirement notice for CDS was found.

Sample ITIL 4 CDS Practice Questions

Try these sample questions to test your ITIL 4 CDS exam readiness. Each question includes a detailed explanation. Start the interactive quiz above for the full 200+ question experience with AI tutoring.

1A retail bank is reorganizing delivery teams around end-to-end services rather than separate database, network, and application departments. Incident handoffs have been delaying restoration and improvement work. Which organizational structure would best support the CDS service value stream?

A.Service-aligned, cross-functional teams with accountability for outcomes

B.Separate technology silos with their own local optimization targets

C.Ad hoc crisis teams formed only when a major incident occurs

D.A structure where suppliers own services and internal teams own only contracts

Explanation: Cross-functional, service-aligned teams improve flow by reducing handoffs and creating clear accountability for outcomes. ITIL CDS emphasizes organizational structures that support the value stream end to end rather than optimizing separate functional silos.

2A software company wants developers, testers, operations staff, and service desk analysts to work from the same priorities for a customer portal. Which approach best creates integrated and collaborative teams?

A.Create a shared backlog, common objectives, and visible workflow across the teams

B.Rotate team managers every month so each function learns the others

C.Keep team queues separate but hold a coordination meeting at the end of each month

D.Have the PMO assign all work while teams continue using different priorities

Explanation: Integrated teams work best when they share objectives, visibility, and a common backlog. Monthly coordination without shared flow usually preserves handoffs and conflicting local priorities.

3A cloud provider depends on two senior engineers for releases, troubleshooting, and support knowledge. Vacation periods regularly slow delivery. What should the service manager do first to improve roles, skills, and competencies?

A.Create a competency map, clarify role expectations, and cross-train the team

B.Increase incident escalation thresholds so fewer issues reach specialists

C.Move all release approvals to the CIO

D.Outsource first-line support immediately

Explanation: A competency map exposes single points of failure and shows where cross-training is needed. CDS expects organizations to plan roles and skills deliberately so delivery and support are resilient.

4An acquired team prefers formal documentation and staged approvals, while the existing digital team uses rapid experiments and lightweight collaboration. Friction is slowing a shared service launch. What is the best response?

A.Force both teams to adopt the digital team's habits immediately

B.Keep the teams separate until after go-live

C.Establish shared working agreements based on risk, value, and mutual respect

D.Measure only individual productivity to avoid cultural debates

Explanation: CDS does not treat one team culture as automatically correct. Shared working agreements aligned to risk, customer value, and respectful collaboration help teams work across cultural differences without losing control.

5A support center has rising attrition, increased rework, and more sick leave after months of overtime. Which action is most likely to improve employee satisfaction and service performance together?

A.Raise daily closure targets to create urgency

B.Track well-being drivers and remove recurring pain points in the workflow

C.Replace team retrospectives with stricter attendance controls

D.Limit analysts to one specialization so scheduling is easier

Explanation: Sustainable performance depends on employee experience, not just output targets. Removing recurring frustration in the workflow improves morale, reduces errors, and supports better service outcomes.

6A service owner is preparing a complex rollout that affects support, operations, development, and a third-party supplier. Which communication approach best supports CDS?

A.Share status only with managers to prevent confusion

B.Wait until the rollout is complete before communicating issues

C.Use transparent, regular updates with impact, decisions, and next steps

D.Let each team communicate in its own format and cadence

Explanation: Positive communication in CDS means timely, clear, and transparent sharing of decisions, impacts, and next actions. That visibility builds trust and allows connected teams to coordinate effectively.

7The service desk escalates most password reset and VPN setup requests to second-line support, creating long queues. Which improvement best uses shift-left?

A.Require users to call only during business hours

B.Create knowledge and self-service paths so first line or users can resolve common requests

C.Add more approval steps before escalation

D.Move the requests to problem management

Explanation: Shift-left moves knowledge and capability closer to the user or first-line support. Standard requests such as password resets are good candidates because they are frequent, predictable, and low risk.

8A company is extending support coverage to Asia-Pacific within three months. Which workforce planning activity should happen first?

A.Forecast demand, skills, coverage hours, and onboarding needs for the new support window

B.Wait for actual tickets to arrive before staffing

C.Assign all night work to the current day team on overtime

D.Reduce service hours in existing regions to free capacity

Explanation: Workforce planning should start with expected demand, coverage needs, and required competencies. CDS treats staffing as a planned capability decision, not something to solve only after queues appear.

9A sponsor says the onboarding service reports excellent ticket closure numbers, but new employees still wait too long to become productive. Which measurement approach is best?

A.Measure only number of requests closed per analyst

B.Track end-to-end time to productive first day, satisfaction, and rework

C.Measure the total number of approval emails sent

D.Track how many teams touched each request

Explanation: Results-based reporting focuses on whether the service achieves desired outcomes for users and the business. Ticket volume alone says little about whether onboarding actually creates value.

10Retrospectives produce many ideas, but the same issues keep returning because nobody follows through. Which action best builds a culture of continual improvement?

A.Turn every improvement idea into an urgent change

B.Keep improvement ideas private until they are complete

C.Create a visible improvement backlog with owners, measures, and review dates

D.Stop retrospectives and rely on annual planning

Explanation: Improvement culture requires visibility, ownership, and follow-up. A managed improvement backlog turns good ideas into tracked work instead of leaving them as discussion points.

About the ITIL 4 CDS Exam

The ITIL 4 Specialist: Create, Deliver and Support certification validates practical service-management knowledge for designing, building, transitioning, supporting, and improving IT-enabled products and services. It goes beyond Foundation by emphasizing value streams, practice integration, team culture, shift-left, service desk and support workflows, and sourcing decisions.

Questions

40 scored questions

Time Limit

90 minutes

Passing Score

70% (28/40)

Exam Fee

From US$865 (PeopleCert)

ITIL 4 CDS Exam Content Outline

37.5%

Plan and Build the Service Value Stream

Organizational structure, team culture, shift-left, resource planning, measurement, and the role of integrated tools, analytics, automation, and information models across the service value system.

40%

Practices Across New-Service and User-Support Value Streams

Applying ITIL practices to new-service design and transition plus user-support value streams, with emphasis on service desk, incident, problem, knowledge, service level, monitoring, deployment, release, testing, and change enablement.

22.5%

Coordinate, Prioritize, and Source the Work

Managing work as tickets, prioritizing work, and evaluating buy-versus-build, sourcing, and service-integration decisions needed to create, deliver, and support services effectively.

How to Pass the ITIL 4 CDS Exam

What You Need to Know

Passing score: 70% (28/40)
Exam length: 40 questions
Time limit: 90 minutes
Exam fee: From US$865

Keys to Passing

Complete 500+ practice questions
Score 80%+ consistently before scheduling
Focus on highest-weighted sections
Use our AI tutor for tough concepts

ITIL 4 CDS Study Tips from Top Performers

1Anchor your study to the three weighted learning outcomes first, because CDS rewards scenario judgment more than term memorization.

2Spend extra time on the practice-heavy middle domain: service desk, incident, problem, monitoring, knowledge, service levels, deployment, release, testing, and change enablement show up repeatedly in value-stream scenarios.

3Practice separating incident restoration from problem elimination and from change authorization, because CDS distractors often blur these lines.

4Use shift-left, swarming, ticketing, and prioritization questions to think operationally about flow, not just definitions.

5When a question involves tools or automation, tie the answer back to better collaboration, data visibility, and service-value outcomes rather than technology for its own sake.

6Treat sourcing and buy-versus-build questions as governance and integration decisions, not only procurement choices.

Frequently Asked Questions

How many questions are on the ITIL 4 CDS exam and how long do I get?

PeopleCert currently lists 40 multiple-choice questions with a 90-minute time limit for ITIL 4 Specialist: Create, Deliver and Support. The exam is closed-book. Candidates taking the exam in a non-native language can still receive extra time under PeopleCert language-accommodation rules.

What score do I need to pass ITIL 4 Create Deliver and Support?

You need 70% to pass, which equals 28 correct answers out of 40. Because there is no negative marking, you should answer every question even when you need to eliminate down to the best ITIL-aligned option.

What are the official ITIL 4 CDS domain weightings?

The official syllabus weights the exam across three learning outcomes: 37.5% on planning and building the service value stream, 40% on how relevant ITIL practices contribute across value streams, and 22.5% on coordinating, prioritizing, structuring work, and sourcing decisions. In practice, the middle section is the heaviest because it spans both new-service and user-support scenarios.

What are the prerequisites for ITIL 4 CDS in 2026?

PeopleCert currently lists ITIL Foundation or the ITIL 4 Managing Professional certificate as the certification prerequisite. The same page also states that accredited training or official eLearning is required and that exam results will not be released without proof of completion.

How much does the exam cost?

PeopleCert currently advertises ITIL 4 Specialist: Create, Deliver and Support from US$865 on its ITIL catalog pages, but actual pricing varies by country, currency, package, and training provider. The official CDS product page also shows package-based pricing rather than a single universal standalone exam fee.

Did ITIL 4 CDS change in 2026?

As of March 10, 2026, PeopleCert has announced a phased ITIL (Version 5) rollout, but its official FAQ also says ITIL 4 remains available while the new pathway is introduced. I did not find an official CDS retirement notice or a changed CDS exam format, so the current public CDS specs remain 40 questions, 90 minutes, and a 70% passing mark.